Transformation Product Owner
7 days ago
Chubb is seeking a skilled Transformation Product Owner to join our Agency Services team. In this role, you will be responsible for the execution and delivery of the agency services contact center transformation roadmap within the PRS Operations organization.
The ideal candidate will have a strong understanding of business operations and be able to work closely with Agency Services leadership, VP, NA Contact Center PO, PRS Business Transformation team, vendor partners, and various IT and business support groups to plan and coordinate the execution and delivery of the agency services contact center transformation roadmap.
Key Responsibilities:
Aid in the development and execution of the PRS Agency Services Contact Center transformation vision and target operating model.
Verify and document the as-is capabilities, key touch points, volume drivers, and customer experience journeys across business and IT stakeholders to assess gaps and evaluate needs.
Identify project scope, create and manage pipeline and inflight initiatives progress, and prioritize features/outcomes according to business value.
Aid in defining the features and outcomes of the project, including success and acceptance criteria.
Partner with technology teams (telephony, workflow, desktop, architecture, data engineering, data governance) to implement solutions.
Provide direction to agile development teams and stakeholders, crafting requirements and delivering business capabilities and benefits.
Ensure customer-driven design in contact center interactions, including addressing pain points and incorporating data, analytics, usability, and customer feedback.
Utilize market and industry knowledge to deliver well-positioned products.
Play an active role in mitigating impediments impacting completion of release/sprint goals.
Contribute to transformative design and strategic implementation at the project level, ensuring open communication with all stakeholders.
About Us
Chubb is a world leader in insurance, providing commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. We are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it.
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